XL drives up customer experience improvements with Amdocs CES ...

AMDOCS CUSTOMER SUCCESS STORYXL drives up customer experienceimprovements with Amdocs CES helpingto deliver huge jumps in customersatisfaction levels“The Amdocs CES portfolio has helped XL achieve some significantbusiness and operational improvements - greater flexibility and speedin introducing new offers into the market; more flexibility and accuracyacross billing processes and competitive advantage.”ONGKI KURNIAWAN, CTO, XL AXIATA

AMDOCS CUSTOMER SUCCESS STORYXL AXIATAXL is the second largest mobile service operator in Indonesia covering Java,Bali and Lombok, as well as the principal cities in and around Sumatra,Kalimantan and Sulawesi. But competition in the region is tough. There are 10operators vying for market share in a region where there is almost 100 percentsaturation and revenue per user is very low. Also, the subscriber base is hardto control with pre-pay accounting for 98 percent of users, high churn ratesand no more than 20 percent of mobile devices 3G enabled.One area where there is still a lot of opportunity is mobile data services. Butcustomer expectation for these services is more sophisticated and demandingthan with simple telephony services and it requires a significant change inbusiness and operational systems and processes for providers to deliver thekinds of data service customers want and expect in the future. For XL, thismeant a cultural shift from focusing on delivering a service, to being morecustomer centric.XL’s ambition is to be the No. 1 in customer experience, especially in mobiledata service, The company’s strategy to achieve this goal is to two-fold - toconsistently deliver a superior customer experience, closely tied with settingup and continuously improving the organization’s capability to deliver the bestexperience.XL launched a business transformation program targeting six areas of theorganization - service strategy, processes, technology and tools, organizationand people, governance and culture.XL started by gaining a better understanding of customers and what itdescribes as ‘moments of truth’ - the key factors and points where customersinteract with XL and what makes a better customer experience.To address change across its business and operational systems andprocesses, XL decided to partner with Amdocs. XL has implemented arange of products from the Amdocs Customer Experience Systems (CES)portfolio to address a range of functions, including integrated billing, partnersettlement manager, and customer relationship management. The AmdocsCES products are: Amdocs Convergent Billing, Convergent Charging,Product Catalog, Accounts Receivable, Collections, Invoicing, and DocumentDesigner; Amdocs Customer Management Call Center – Classic client, andAmdocs Partner Settlement Manager. In addition, Amdocs is also providingimplementation, support and maintenance services.COMPANY AT A GLANCECompany: XL AxiataHeadquarters: Jakarta, IndonesiaEmployees: 2,000Services: Data, broadband Internet,mobile communicationsWeb site: www.xl.co.idAnnual revenue: US$2.1BnStock exchange: IDX - EXCLSubscribers: 46 million (2012)CHALLENGES• Highly competitive market with10 key players and near 100%market saturation• Customer base hard to manageand retain• New mobile data serviceopportunities require significantchange to deliverSOLUTION• Amdocs Customer ExperienceSystems (CES) portfoliocomprising:• Amdocs Convergent Billing,Convergent Charging, ProductCatalog, Accounts Receivable,Collections, Invoicing, andDocument Designer• Amdocs Customer ManagementCall Center – Classic client• Amdocs Partner SettlementManager• Amdocs implementation,support and maintenanceservices2 © Copyright 2012 Amdocs. All Rights Reserved.

AMDOCS CUSTOMER SUCCESS STORYXL AXIATAThe Amdocs solution has helped XL streamline and improve systems andprocesses so the business delivers a better customer experience. This meansthat in situations where there are problems or issues to be resolved - networkor Internet connectivity problems - XL is able to change from a curative orreactive approach, to a preventative and proactive one.XL has also put in place a number of checks and balances, like customersatisfaction surveys, user experience testing, customer complaint capture andanalysis and service monitoring tools, directed at achieving a better customerexperience. XL even has a culture change campaign branded the ‘Fight Club,’which encourages and champions individuals who take a lead in changingand delivering a better customer experience.XL’s business transformation program is a long-term, ongoing process, butalready the partnership with Amdocs has seen some significant achievements.There has been a 60 percent drop in complaints related to charging errors andfalls of up to 73 percent for complaints related to Internet access problems.But perhaps the best indicators of XL’s success in improving the customerexperience is customer satisfaction, which over a three-month period jumpedfrom 53 percent to 82 percent. During 2011 XL picked up no less than 18customer service awards.RESULTS• Advances XL towards beingthe industry No. 1 in customerexperience• Helps achieve over 18customer service awards in justone year• Increased customer satisfactionover a three-month period from53% to 82%• Delivers a 60% drop in complaintsrelated to charging errors and73% percent fall for Internet accesscomplaints• Improved mean time to repair(MTTR) scores and reducesrevenue leakage• Delivers a 20 percent improvementin customer service staffproductivityImprovements that XL attributes directly to Amdocs include: improved meantime to repair scores, revenue leakage dropped from 0.39 percent to 0.31percent, a 20 percent improvement in customer service staff productivity andmore complete solution and intimacy while maintaining handling time.3 © Copyright 2012 Amdocs. All Rights Reserved.